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Order Policy/Prescription Policy

Order Policy

Overview

If you wish to place an order for products available on the Website you may be asked to supply certain information relevant to your order including, without limitation, your name, your email, your phone number, your debit/credit card number, the expiration date of your debit/credit card, your billing address, and your shipping information.

You represent and warrant that: (i) You have the legal right to use any credit or debit card(s) or other payment method(s) in connection with any order; and that (ii) the information you supply to us is true, correct and complete. By submitting such information, you grant True Healthcare the right to provide the information to payment processing third parties for purposes of facilitating the completion of your order.

We reserve the right to refuse or cancel your order at any time for certain reasons including but not limited to:

  • Product availability
  • Errors in the description or prices for products
  • Errors in your order

We reserve the right to refuse or cancel your order if fraud or an unauthorized or illegal transaction is suspected.

Certain items require a prescription before it can be processed and shipped. For more information please refer to the PRESCRIPTION POLICY.

Pricing

Unless otherwise noted, shipping and handling fees are not included in the displayed price of the product on the Website and will be added as part of your final purchase price. Sales, use, and similar taxes will be charged to you as required by law and will be communicated to you before you place an order.

Payment - Payment Types and Payment Authorization

The Website currently uses third parties to process payments. Our third-party payment processors accept payments through various payment methods, such as Visa, MasterCard, Discover, and PayPal, as detailed on the applicable payment screen. The payment is deducted at the time the order is placed. Payment cards (credit cards or debit cards) are subject to validation checks and authorization by your card issuer. If we do not receive the required authorization, we will not be liable for any delay or non-delivery of your order. You understand and agree not to hold True HealthCare liable for any adverse effect that applicable actions (whether intentional or unintentional) may cause to any other accounts you hold. You agree to not use stolen cards or unauthorized cards to place your order.

True HealthCare uses authorize.net to process payments through the Website, which is subject to its own user agreements and terms and conditions, found here. By agreeing to these terms or continuing to use the Website, you agree to be bound by the above-referenced agreements, as amended by authorize.net from time to time.

Order Acceptance

True HealthCare reserves the right to accept or decline your order or limit the order quantity for any reason. However, you may refuse delivery of your order upon receipt or return your order in accordance with our RETURN POLICY.

If we are unable to verify or authenticate any information you provide during any ordering, purchase, sale, authentication, delivery, payment or remittance process, or any other process, or if we are no longer able to verify or authorize your credit card or bank account information, your purchase may be canceled, we may refuse to honor all pending and future purchases made on such credit card accounts and/or on any online accounts associated with such credit card accounts, and you may be prohibited from using the Website.

Order Processing

When you place an order it generally takes 24 hours to process. However, if an order is placed on a weekend or a federal holiday, the order will be processed the next business day. Once the order is processed, the order typically ships within 48 hours.

Order Cancellation

You may cancel an order (except for custom orders) any time prior to a shipping label being created by contacting True HealthCare at returns@truehealthcareservices.com

If a shipping label has been created, we will inform you by responding back to your email and letting you know that the order cannot be canceled.

Custom Order Cancellation

Any made-to-order or custom orders cannot be canceled or modified once the item is in production. Please email True HealthCare at Returns@truehealthcareservices.com to inquire whether it is in production and ineligible for cancellation.

Order Cancellation - Restocking Fees

The standard restocking fee for all orders canceled (or returned) is 35% unless otherwise published. The 35% restocking fee will automatically be charged for all orders canceled by the customers. Special restocking fees may apply depending on the manufacturer and product. A 45% restocking fee is in place for these specific/manufacturers/vendors:

Clinton Industries (CLI)
Graham-Field (GF)
Hausmann Industries (HAU)

True HealthCare’s restocking policy was established with the goal of achieving alignment with our third-party warehousing, distribution, and manufacturing partners.

Missing Merchandise

Please check merchandise as soon as it is received and report any missing merchandise to True HealthCare within two (2) business days. Any failure to report missing merchandise within two (2) business days of product delivery will result in True Healthcare not being able to replace your missing goods, with no exception.


Prescription Policy

Certain items sold on the Website require a physician's prescription. If an item requires a prescription, it will be noted on the product page. The prescription needs to be sent within 24 hours via email to Info@truehealthcareservices.com or by fax to 1-833-260-1118. By law, these orders can't be processed and shipped until a valid prescription is provided and verified by True HealthCare.

Hospitals, nursing homes, and medical clinics are generally exempt from such requirements, with some exceptions. Licensed healthcare facilities can purchase most prescription items up front, and the prescription would then be required when the prescription item is being delivered or administered to a patient.

Prior to purchasing an oxygen concentrator, CPAP or BiPAP, True HealthCare recommends that you meet with your doctor and discuss your condition. If they deem it appropriate, your doctor may prescribe oxygen therapy. True HealthCare is acting solely as the selling agent, and the prescription requirement is ultimately the responsibility of the patient.

Please allow extra time for us to verify, process, and ship out prescription orders. Every effort will be made to ship the order out as soon as possible within the standard shipping time frame.

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